Patient Privacy Policy

1Who we are and why this policy exists

Masri & Jazairi For Trading LLC

Registered in the Commercial Register under No. 0311009290 dated 22/11/2009, the operator of the Doctors.sy platform and the party responsible for determining the purposes and means of processing your data as a patient.

2When are you considered a user?

This policy applies to you if you: search for a doctor, specialty or medical facility on the platform; book an appointment or an online consultation; use the "Taqwimi" service to track your menstrual cycle or pregnancy or manage your relationship with your partner; or browse the platform as a visitor before creating an account.

3Data we collect from you

a. Basic identity data: name, phone and WhatsApp number, email address, gender, date of birth, city.

b. Search and booking data: the specialty, doctor or facility you search for, appointment date and time, booking status (confirmed, cancelled, completed), any note you write when booking, and the history of reminders and messages related to your appointment.

c. Health data that may be shared with the doctor: the reason for your visit if you mention it when booking, and any file, lab result or medical report you upload yourself to share with the treating doctor. This data is used only to provide the medical service you requested.

d. "Taqwimi" data: menstrual cycle, pregnancy and partner-relationship notes that you enter entirely voluntarily. This data is optional and especially sensitive, and it has the extended protection described in section 4.

e. Technical data: IP address, device and browser type, login logs, and the cookies needed to run the website and app.

4Special protection for "Taqwimi" and women’s health data

• Cycle, pregnancy and partner-relationship data belongs to you alone and is not shown to anyone by default — neither to any facility’s staff nor to any doctor.
• If you choose to link your account or share "Taqwimi" data with a specific obstetrician-gynaecologist, this happens only with your explicit, specific consent to that sharing, and you can revoke it at any time from your account settings.
• Access to this data is technically restricted even within the Doctors.sy team, and it is never used for marketing or aggregate analysis without full anonymisation.
• You can delete your "Taqwimi" history independently of the rest of your account at any time.

5Why we process your data

• Showing the doctors and facilities that match your search, and completing, confirming and reminding you of your booking
• Letting you track your visit history and your upcoming and cancelled appointments
• Enabling the "Taqwimi" service if you choose to use it voluntarily
• Contacting you about your account, bookings or technical support
• Protecting platform security and preventing abuse or fake bookings
• Complying with any legal obligation or valid official request

6Legal basis for processing your data

We process your data on the basis of: your explicit consent when creating an account or enabling a sensitive service such as "Taqwimi"; performing the service you requested (a booking or consultation); a legal obligation that applies to us; or protecting a legitimate interest such as platform security and fraud prevention. Where consent is the basis for processing, you may withdraw it at any time without affecting processing carried out before the withdrawal.

7Who sees your data?

When a booking is completed, the necessary booking data (your name, phone number, and reason for the visit if given) is shared only with the doctor or facility you booked with. An authorised staff member at that facility (such as a receptionist) may see this data according to the permission granted by the doctor or facility owner — it is not open to all of the facility’s staff. The doctor and facility are responsible for using your data only to provide the medical service and for keeping it confidential, as detailed in the Doctors & Service Providers Privacy Policy.

8Sharing data with service providers

We share the minimum necessary data with: payment gateways (Stripe and Paymera) when a payment is made, hosting and infrastructure providers, messaging service providers (WhatsApp, email, SMS) to send reminders, and cybersecurity providers. All of them are contractually bound to process your data only according to our instructions and in strict confidence. We do not sell your personal data to anyone.

9Where your data is stored and how it is protected

The Doctors.sy platform and its database — including patient, booking and uploaded medical record data — are hosted on servers inside the Syrian Arab Republic. An encrypted connection (HTTPS/TLS) is used between your device and the platform, with permission controls that prevent any facility staff member from seeing data outside their permission, and audit logs on access to your medical data. Despite these measures, no digital system can guarantee 100% absolute security.

10How long we keep your data

We keep your account data for as long as it is active; your booking records for the period needed to prove the transaction or as the doctor is legally required to keep in their medical record; and technical logs for a limited period for security purposes. You can request deletion of your account at any time in accordance with section 12.

11Your rights as a patient

You have the right to: know what data we hold about you and why; access it; request its correction if it is inaccurate; request its deletion once the purpose or legal basis no longer applies; withdraw any consent you have given; object to any processing you consider unlawful; and file a complaint. Send these requests to privacy@doctors.sy and we will respond within a reasonable time.

12Deleting your account or data

Immediate deletion may not be possible if the data is needed to prove a financial transaction or past booking, forms part of a medical record the treating doctor is legally required to keep, or is connected to an ongoing dispute or investigation. In these cases we restrict the use of the data or anonymise it where possible instead of deleting it immediately, and explain the reason to you on request.

13Minors’ data

An account may be created, or an appointment booked, for a child or a person lacking legal capacity only by their guardian or legal representative, who is responsible for the accuracy of the data entered. A minor’s data is collected only to the minimum extent needed to provide them with medical care.

14Messages we send you

We use phone, WhatsApp or email to send booking confirmations, reminders and account notifications. These are operational, not marketing, messages and do not require separate consent because they are necessary to provide the service you requested. We send you marketing messages only with your consent, with a clear way to stop them at any time.

15Cookies

We use cookies that are essential to run the website (signing in, saving your preferences), and others to measure performance and improve the doctor search experience. You can control them from your browser settings, bearing in mind that disabling some of them may affect how the website works.

16If a data breach occurs

In the event of a confirmed breach affecting your data, we are committed to identifying its scope and securing the affected systems immediately, informing you where necessary of what happened and the steps we have taken, and notifying the competent authorities in accordance with the law.

17Updates to this policy

We may update this policy from time to time. The date of the update is published clearly at the top of the page, and we notify you of any material change by email, WhatsApp or in-platform notification at least 30 days before it takes effect. Continuing to use the platform after publication constitutes acceptance of the update.